Question

My 76 year old mother has a sears water heater thats 6 years old and stll under warrenty. the thermal coupler has gone bad that was 2 days ago….Called the number and got India they are clueless, they dont speak English and have no idea whats going on…they told her someone would be out today…no one showed up. called the number again and they told her next thursday November26, 2013..shes 76 and cannot be without hot water for week. WHAT IS WRONG WITH YOU PEOPLE? and why dont your stores carry the parts 44.00 to ship a 10.00 part…you are disturbed! i am getting a lawyer so maybe you cant treat the elderly prople this way…you will be hearing more from me

Answers

2 answers

  1. Dear, peaches15601

    We are truly sorry that your mother’s hot water heater has not been working for two days. It is extremely difficult to be without hot water in any home and we understand your frustration and concern in this situation. Please accept our apologies for the failed communication with the repair scheduled appointment. My name Mina with Sears Social Media Support Escalation team. We would like to look into this issue further and offer our assistance toward a resolution for your mother’s situation. At your earliest convenience, please send the following information – contact #, the name and phone # used at time of purchase, as well as your screen name to reference this post (peaches15601), to smadvisor@searshc.com and a case manager will contact your directly. We look forward to speaking with you soon!

    Thank you,

    Mina H.
    Social Media Moderator
    Sears Social Media Support

  2. Hi there, peaches15601! Thanks for posting your experience on The MySears Community today. I am sorry to hear that your mother's water heater is taking longer than you would like to be repaired and I can understand your concern. I am going to send this along to SearsCares, the customer service escalation team, to see if they can get this appointment expedited.

    A team member will be by in a bit looking to assist. Once a response is posted, I will reach out via email with a link directing you back to this thread so you can view the reply.

    Thanks!

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